How to write a complaint letter that gets read

Short, factual and clear

A good complaint letter is short, factual and specific about the fix you want. The FTC advises including only the details that describe the problem and the resolution you want.

What to include

Your name, mailing address and phone number.
Your account number and any transaction or order number.
The product or service, with serial or model number if there is one, and when and where you bought it.
What went wrong, in order, with dates.

What to ask for

Name the outcome you want, such as a refund, a repair, an exchange or store credit, or ask the business to suggest a solution. Vague complaints get vague answers.

Set a deadline

Say how long you will wait for an answer, and pick a date that gives the business time to act.

Attach copies, keep the originals

Send copies of receipts, contracts and earlier messages. Keep the originals and a copy of your letter.

Keep the tone steady

Stay respectful. The person who reads it probably did not cause the problem, and a calm letter is easier to approve than an angry one.

Send it with proof

Use certified mail with a return receipt. For an online complaint, print the screen or take a screenshot before you click submit.

If they do not answer, see what to do when a company will not respond.

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Sources

This guide is general information, not legal advice. WriteMyReply is not a law firm. Rules and deadlines vary by state and by situation, so the letter you received and your own records control.